Client Overview

The company specializes in designing and manufacturing high-precision actuators for industrial automation, aerospace, and robotics. The company supplies actuators to over 2000 global clients, including OEMs, system integrators, and maintenance providers. With a strong reputation for reliability, the company aims to enhance its customer service efficiency by integrating AI-driven support.

Annual Production Capacity :

500,000 Units

Market Presence :

Global, with operations in North America, Europe, and Asia

Core Products :

High-precision electromechanical actuators (roller-screw and ball-screw) for industrial, heavy machinery, aerospace, & robotics applications

Existing Challenges Before AI Implementation

The company faced several after-sales and support challenges, affecting customer satisfaction and operational efficiency. The primary pain points included :

Specific Pain Points & Challenges :

High Call Center Load

Over 11,000 customer queries per month, with an average wait time of 8-12 minutes.

Delayed Spare Parts Identification & Ordering

30% of customers struggled with finding the correct replacement parts.

Manual Warranty Claims & Service Requests

Support Team takes 1 – 3 days to check and process the warranty claim, causing customer dissatisfaction.

Fault Diagnosis & Troubleshooting Delays

Manual issue descriptions, delayed media requests, and manual analysis cause prolonged troubleshooting.

Inefficiencies in Order & Shipping Updates

Over 25% of support queries were related to order tracking.

Missed Cross-Selling & Upselling Opportunities

Lack of proactive recommendations led to lost revenue potential.

Business Impact & Quantitative Data

Customer churn rate : 18% due to inefficient support.
Operational cost : $700K annually spent on support staff and service infrastructure.
Revenue loss : Due to missed upselling opportunities.
Customer dissatisfaction rate : 40% of negative feedback related to delayed responses.

Business Objectives & Goals

The company aimed to modernize its customer support infrastructure using an AI-powered chatbot solution.

Short-term Goals

Reduce response time to less than 30 seconds for common inquiries.
Automate at least 70% of support interactions to reduce call center load.
Enable instant access to technical documents for customers.
Implement an AI-driven error code diagnosis system for troubleshooting.

Long-term Goals

Reduce operational support costs by 70% within 12 months.
Increase spare parts and service revenue by 15% through AI-driven upselling.
Improve customer retention rate by 10%.
Reduce warranty claim processing time

AI-Powered Chatbot Solution

The Company partnered with us as a AI solution provider to deploy an AI-powered customer support chatbot that operates 24/7, automating key support functions.

Core Functionalities & Features :

#1. Error Code Lookup & Diagnostics

Identifies actuator issues, suggests troubleshooting steps, and recommends spare parts.

#2. Instant Access to Technical Documents

Provides operation manuals, data sheets, and CAD files based on model number.

#3. Automated Warranty Check & Claim Processing

AI instantly verifies warranty status, consider repair or replacement, and suggests warranty extensions.

#4. Spare Parts Identification & Ordering

Customers enter a part number or actuator model, and the chatbot suggests compatible parts, showing availability, lead times, and pricing.

#5. Guided Product Reordering

Predictive recommendations based on past purchases, usage patterns, and spares wear-and-tear data.

#6. Book a Service Appointment

Enables on-site technician dispatch or directs users to the nearest service center.

#7. Order & Shipping Status Updates

AI tracks order status and provides real-time shipping updates.

#8. AI-Driven Cross-Selling & Upselling

Suggests complementary accessories and enhanced versions based on customer purchase history.

#9. Invoice & Documentation Retrieval

Instantly provides invoices and past transaction records.

Technology Stack

AI Engine & Processing

OpenAI GPT-4, Langchain

Backend

Python, ReactJS

Natural Language Processing (NLP)

OpenAI GPT-4

Cloud Hosting

AWS Lambda, AWS EC2

Database Management

Pinecone, PostgreSQL

Results & Business Impact

The AI chatbot significantly improved operational efficiency and customer satisfaction.

Before vs. After Implementation

Metric	Before AI Chatbot	After AI Chatbot	Improvement
Customer Support Queries Handled	11,000/month	7,700 automated, 3,300 to agents	✅ 70% automation
Average Response Time	8-12 minutes	< 30 seconds	✅ 90% faster
Spare Parts Order Accuracy	70%	95%	✅ 25% improvement
Call Center Operational Cost	$700K/year	$260K/year	✅ 63% cost reduction
Customer Churn Rate	18%	10%	✅ 44% reduction
Upselling & Cross-Selling Revenue	$0.28M/year	$0.75M/year	✅ 168% increase
Customer Satisfaction Score	6.5/10	9.2/10	✅ 41% improvement

Team Composition

Project Manager: 1
AI/ML Engineers: 3
Backend Developer: 2
Cloud Architects: 1
Data Analysts: 2
UI/UX Designers: 1
Customer Support Specialists: 3
QA Engineers: 1

Testimonials

Our Slam Book

Tony Lehtimaki

DIRECTOR - AMEOS

Spain

Very professional, accurate and efficient team despite all the changes I had them do. I look forward to working with them again.

Antoine de Bausset

CEO - BEESPOKE

France

They are great at what they do. Very easy to communicate with and they came through faster than I hoped. They delivered everything I wanted and more! I will certainly use them again!

Vivek Singh

MARKETING & SALES HEAD - VARMORA

Gujarat

I really liked their attention to detail and their sheer will to do the job at hand as good as possible beyond professional boundaries.

Nimesh Patel

DIRECTOR - COVERTEK CERAMICA

Gujarat

Excellent work, and on time with all goals. Communication was very easy, and knowledge of work was excellent. Will be working with them on upcoming projects. I highly recommend.

Craig Zappa

DIRECTOR - ENA PARAMUS

United States

"I would like to recommend their name to one and all. No doubt" their web app development services cater to all needs.

Neil Lockwood

CO-FOUNDER - ESR

Australia

Aglowid is doing a great job in the field of web app development. I am truly satisfied with their quality of service.

Daphne Christoforidou

CEO - ELEMENTIA